Process Document # 4 – Shows & Trials Version 4.4 - Final Dec 5, 2014 Document Approval Process Owner: Elio Furlan - Director – Events & Operations Signature: ______________________ Date: _____________________ Tracy Kent - Supervisor - Shows & Trials Signature: ______________________ Date: _____________________ Sonya Camacho – Data Entry Clerk Signature: ______________________ Date: _____________________ Marg Fenech – Event Coordinator Signature: ______________________ Date: _____________________ Note: Your signature indicates that you agree with the contents of this document and that it accurately reflects the “current state” of business operations within your Division at the Canadian Kennel Club.
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Shows & Trials · 2015-04-29 · Process Document – Shows & Trials Page 2 Document Information Title: Canadian Kennel Club – Shows & Trials Version: 4.3 Status: Draft Purpose
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Process Document # 4 – Shows & Trials Version 4.4 - Final Dec 5, 2014 Document Approval Process Owner: Elio Furlan - Director – Events & Operations
Signature: ______________________ Date: _____________________ Note: Your signature indicates that you agree with the contents of this document and that it accurately reflects the “current state” of business operations within your Division at the Canadian Kennel Club.
Process Document – Shows & Trials
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Document Information Title: Canadian Kennel Club – Shows & Trials Version: 4.3 Status: Draft Purpose of Documentation: This document summarizes the “current state – as is” operational processes and
serves as a baseline for the business process owner and the organization in general to understand;
This document will be used to formulate the “future state solution requirements” which will be further documented in an RFP.
Document Soft Copy file path: Andrew McCallister to identify document repository location
Document History
Version: Date: Updated by: Comments: 4.0 Nov 12, 2014 Tom Gibson Working draft for review 4.1 Nov 18, 2014 Tom Gibson draft for signature 4.2 Dec 4, 2014 Pamela Harding Team feedback including revisions 4.3 Dec 5, 2014 Pamela Harding Team feedback including revisions
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Table of Contents Document Information ........................................................................................................................................................................ 2 Document History ............................................................................................................................................................................... 2 Table of Contents ............................................................................................................................................................................... 3 1.0 Process Information ..................................................................................................................................................................... 4 2.0 Process Overview ......................................................................................................................................................................... 5
High-Level Process Description: ......................................................................................................................................................................... 5 Process Objectives: ............................................................................................................................................................................................ 5 Participants (include External participants if applicable): .................................................................................................................................... 5 Inputs / Pre-requisites to this Process (include who is responsible): .................................................................................................................. 5 Outputs / Post-requisites to this process (include who is responsible): .............................................................................................................. 6 Out of Scope: ...................................................................................................................................................................................................... 6 Relevant Policies ................................................................................................................................................................................................ 6 Relevant SLAs / Metrics: ..................................................................................................................................................................................... 6 Location of Supporting Documentation: .............................................................................................................................................................. 6 Additional Information: ........................................................................................................................................................................................ 6
3.0 Glossary of Key Terms ................................................................................................................................................................. 7 4.0 High-Level CKC Mega Process Map ............................................................................................................................................ 8 4.1 High-Level Process Map - Shows & Trials ................................................................................................................................... 9 5.0 Activity Level Process Map – Event Planning ............................................................................................................................. 10 5.1 Activity-Level Process Description – Event Planning ................................................................................................................. 11 6.0 Activity Level Process Map – Event Results .............................................................................................................................. 13 6.1 Activity Level Process Description – Event Results .................................................................................................................... 14 7.0 Activity Level Process Map – Rule Book .................................................................................................................................. 16 7.1 Activity Level Process Description – Rule Book ......................................................................................................................... 17 8.0 Pain Points and Continuous Improvement: ................................................................................................................................ 17 9.0 Process Backup Documents ...................................................................................................................................................... 19
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1.0 Process Information Business Process Purpose Shows & Trials
Has the mandate to recognize, qualify and approve Clubs to host events (currently 19 different events), qualify and approve judges for these events, as well as review and process event results and post official results against the dog’s registration and the dogs in competition file. This Team also has the mandate to assess fees and invoice Clubs for events. The principle purpose of holding Events is for the participating dogs to achieve points, issue certificates, awards and or titles, which become the official record of recognition by the CKC as governing body. Such recognitions are valued within the dog stakeholder community.
Business Unit Shows and Trials
Business Sub-Processes 1. Event Planning 2. Results
Process Stakeholders (those in addition to the functional units involved):
1. Clubs 2. Exhibitors 3. Judges 4. Members 5. General dog community 6. Various Committees and Councils 7. Board of Directors
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2.0 Process Overview
High-Level Process Description:
This Team has the mandate to execute on its business purpose and to deliver event planning and results management services by; 1. Recognition of Clubs 2. Processing Club applications to hold events 3. Approving and issuing event numbers (subject to business rules governing each event) 4. Approving events (subject to business rules) and posting events on the CKC website 5. Approving judges for events (subject to business rules governing the qualification of
judges) 6. Reviewing and processing event results and issuing title certificates of achievement 7. Updating the Dog Master file in Registration, the Dog’s In Competition file, Club profiles,
judge profiles, administration and results 8. Collecting fees for event 9. Issuing dog participation numbers (ERN, PEN)
Process Objectives: 1. To ensure that consistent standards and integrity are applied to all Club sponsored Events conducted under the governance of the Canadian Kennel Club.
2. To maintain the official records of all event results and data entry into the CKC database 3. Collecting fees for events
Participants (include External participants if applicable):
Internal • Support services • RICOH • I.T – provide data entry into APPX • Financial services • Communications
External • Clubs (Foreign and Domestic) • Judges (both Foreign & Domestic) • Exhibitor • Members
Inputs / Pre-requisites to this Process (include who is responsible):
Inputs to this process include: 1. Interest by Clubs & Members to hold events 2. Judge Event officiating committee 3. Club Recognition Committee 4. Breed Standards Committee
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5. Various councils (consisting of members that are expert in the sport / breed 6. CKC Bylaws keeping current with noted policy changes and business rules governing
events, judges and participants. 7. Execute on Strategic Imperatives as mandated by the CKC executive leadership team,
Board and various committees. Note: this Team needs processes and technology to be agile in order to respond in a timely manner to ongoing activity volumes as well as process input changes.
Outputs / Post-requisites to this process (include who is responsible):
1. Event approvals 2. Judge approvals 3. Post official event results (web, certificates, registration records, dog competition file) 4. Title certificates 5. Money owing to CKC for processing of events
Out of Scope: Pricing (make recommendations of fees schedule to Board)
Relevant Policies 1. Rule Book for Events 2. Breed Standards 3. Committees, Councils and bylaws 4. CKC Policy and Procedures – these are available on-line on the public website homepage
as “Useful Resources”. 5. CKC Strategic Imperatives
Relevant SLAs / Metrics: 1. Event approvals 7- 10 business days 2. Judge approvals 7 - 10 business days 3. Results approvals 21 – 36 business days (ranges depending on time of year) 4. Team Productivity Errors quality control 5. Process errors
Location of Supporting Documentation:
TBD
Additional Information: Business continuity risks: high Clubs events are critical to the core business operations of the CKC and a business continuity plan should be documented.
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3.0 Glossary of Key Terms
Term Definition
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4.0 High-Level CKC Mega Process Map
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4.1 High-Level Process Map - Shows & Trials
Event activity oversight and management currently occurs across 19 event categories. Summary of event activity for the period 2012 and 2013 is appended to this process document pages 24, 25.
NOTE: 1. SLA – Target is 7 – 10 days to process steps 4, 7 2. Step 1, 4 is often completed at the same time
corr
ectio
ns
corr
ectio
ns
Event Planning - log event into APPX and log book
3.
5.
Event Planning - log event into APPX and log book
8.
7.
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5.1 Activity-Level Process Description – Event Planning
Activity Description Input Output Systems Used
Additional Information
1.0 Club applies for event
Application form Application submission to CKC via email, fax, mail
Email
2.0 CKC Event Application receipt Handling of applications by Ricoh and Support Services Team
Reference number and batch ID
Manual Opportunity to automate workflow and reduce handling between Support Service and Event Planning; Club contacted if questions
3.0 Log into event log & APPX Reference number and batch ID from Support Services
Log entry into APPX
APPX
Excel spreadsheet log
4.0 CKC Application approval Event Planning Team applies business rules to application
Event schedule is reviewed and approved
Approval of event
Scheduling for event
Event number issued
APPX
Mapping program (Microsoft Streets and Trips) for mileage calculations
Google Maps
Problems with sync issues and scheduling “priority dates in the system; IT guess work on dates require manual effort to issue letters, audit dates and rework with Clubs to confirm; throws off other Club calendars which may have domino effect
5.0 Club applies for judges Application form Application submission to CKC via email, fax, mail
Email
6.0 CKC Judge application receipt Handling of applications by Ricoh and Support Services Team
Reference number and batch ID
Manual Opportunity to automate workflow and reduce handling between Support Service and Event Planning
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7.0 Log into event log & APPX Reference number and batch ID from Support Services
Log entry into APPX
APPX
Excel spreadsheet log
8.0 Judge Approvals Business rules applied to judge application for event(s)
Approval of judges for event(s)
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6.0 Activity Level Process Map – Event Results
Event ResultsRe
sults
Own
ers
Supp
ort S
ervic
esCl
ub
Support Service - logs event number - applies reference number - batch - take money & deposit
2.
Submits event results1.
Mail received - invoice
Log event into APPX and log book
Data Entry Clerk - mark and enter
Issue Title Certificate - points updated in system - F2/F4 - close reference number - create print job in APPX
3.
4.
6. Proof Results - audit event - audit eligible titles - proof and process
5.
Print - batches - invoice for Club - certificates & labels
7.
Audit & Update - registration records - invoices - certificates
Mail documents
8.
9.
Mail received - certificates
SLA for processing results is 21 – 36 days currently running at ~ 48 days due to resource constraints and IT processing related issues
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6.1 Activity Level Process Description – Event Results
Activity Description Input Output Systems Used
Additional Information
1.0 Club submits results
Club mails in event results containing event catalogue, judge books and assorted paper
Manual Better documentation of client requirements
2.0 CKC receipt of event results Handling of results by Ricoh and Support Services Team
Reference number and batch ID
Manual Opportunity to automate workflow and reduce handling between Support Service and Event Planning
3.0 Log event
Sort/prepare for processing
Reference number and batch ID from Support Services
Event log updated in APPX and Green Book
APPX,
Green Book
4.0 Data Entry Event documents Data results input into system by Results Team
Audit of Titles
APPX This step could be automated
5.0 Proof Results Data entry completed in step 4
Print review sheets
QA audit of event
Audit eligible titles
Manual
6.0 Issue Title Certificates QA completed in step 5
Run F2 & F4 in APPX to create print job, Dog Master & competition file updated
Print job created in APPX
APPX Approx. 65 titles need to be processed manually via Word Doc through mail
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7.0 Print Batches F2 & F4 print jobs have been run in APPX
Hard copies of certificates, awards, invoices available for audit by Results Team
APPX
Planet Press
8.0 Audit and update Hard copies received back from Support Services for audit
QA audit of registration records, certificates and invoices
APPX Manual
9.0 Mail invoices & certificates Hard copies for mailing
Support Services for mailing
Mail items to Club / Owners
Manual
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7.0 Activity Level Process Map – Rule Book / Breed Standard Book
Rule Book
RIC
OH
Gra
phic
sC
omm
ittee
&
Cou
ncil
Mem
bers
Yve
tte Review & Respond
2.
Creates Rule Book1.
Prints Adds to inventory
Reviews formatting Prepares for print
4.
Rule Book is updated3.
5.
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7.1 Activity Level Process Description – Rule Book
Activity Description Input Output Systems Used
Additional Information
1.0 Data is collected at the Head Office and a Rule Book is created
Create or incorporate changes to Rulebook
Draft of Rulebook Quark
Word / PDF
InDesign
2.0 Book is sent to Council for feedback Rulebook draft Comments/queries/suggestions from council / committee
Email
PDF
3.0 Feedback returned to Yvette, updates made
Feedback from the council
Updated Rule Book
4.0 Graphics team reviews formatting, fonts, etc.
Final approved draft Final Copy Manual
Quark
InDesign
5.0 RICOH will print and add the document into inventory
Final document from graphics approved by Shows & Trials
Bound documents
Inventory updated
8.0 Pain Points and Continuous Improvement:
Description Requirement
1 Self Service for Clubs Opportunity • Portal based • Ability to change Club Officers • Ability to change propose priority dates • Ability to assign multiple contacts
2 Submit applications online
Opportunity • Club has its own portal (similar to 1) • CKC event application forms completed online, business rules run in the background • Approval provided online at end of application process and event number provided Unless
application is rejected / incomplete)
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3 Electronic funds transfer Opportunity Ability to transfer funds from Clubs directly into CKC account
4 Electronic Event Results Opportunity Ability for Clubs to submit event results online through Club portal
5 New Product / Service Offering Opportunity Broker entry services for member across multiple events
Estimate $50k/ year at $1.50 -$2.00 / entry
6 Portal for Judges Opportunity Do qualification testing online
7 Event – CKC Productivity & Statistics Reporting
Opportunity / pain point
This is all currently manual
Require ability to generate reports by event, by club, by region, by event type etc.
Require better analytics capabilities
9 Conformation judges Opportunity / pain point
Currently all tracked manually on a spreadsheet
Require ability to track progress of “permitjudges” through probationary period by tracking dogs judged and assignments
10 Online Judge Profiles Opportunity Ability to update their profiles with member number, account number, judge name etc.
11 Pairing of Judges Opportunity All currently done manually for “performance events”; some automation of business rules; all data for judges, clubs and dogs resides within APPX database but could be tied together better
12 Premium lists Opportunity Should be one stop shop on CKC.ca
13 Call centre Pain point Pain point; based on limited knowledge are quick to handoff inbound calls regarding events to Event Planners impacting productivity of Team
14 Performance events numbers Pain point Can’t be generated; currently all manual
15 Title Certificates Opportunity Download from CKC.ca
16 Grand Champion “Excellent” Pain point Staff has to go through record sheets manually, data is not transferred in APPX, and manually issue the certificate as appropriate. Note; Grand Champion works in system today
17 Versatility Titles Pain point Currently all done manually
18 “Listed dog” vs. “registered dog” Pain point Reconciliation of multiple dog records is manual for same dog
19 Junior handling Pain point Problem with tracking “junior handling” vs. “registered member” points for same person. Also problem with zones for Junior handlers.
20 Green Book Pain point Book is manual record of events tracking chronologically. Used to prioritize work and for resource planning statistics.
21 Dog Name Pain point Some names are too long for the certificates (current max 32 characters); this issue can also “hang reports” being generated
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22 Award cancellations Pain point Team needs to manually correct on backend if awards are reversed; this is done through Word Doc that is posted on the web site as a PDF as footnote to awards. However, public view on web cannot be changed.
23 Altered dogs (spayed / neutered) Pain Not currently programmed
24 Microsoft Streets & Trips Pain Microsoft no longer supports, need new mileage software to perform these calculations
25 Reporting Opportunity Automate existing exel reports e.g. Event Summary Activity; provide improved platform for operational reporting and analysis